Grievance Redress Mechanism
TUTDP has put-up in place a common GRM to receive, evaluate, and facilitate the resolution of social, environmental or any other project-related grievances. The GRM will aim to provide a time-bound and transparent mechanism to voice and resolve social and environmental concerns linked to the project. The public awareness campaign will generate awareness of the project and its grievance redress procedures. The campaign will ensure that the poor, vulnerable, and others know about the GRM.The GRM will provide an accessible, inclusive, gender sensitive and culturally appropriate platform for receiving and facilitating the resolution of affected persons' grievances related to the project. The multi-tier GRM for the project is outlined below, each tier having time-bound schedules and with responsible persons identified to facilitate and address grievances at each stage. ULB-wide public awareness campaigns will ensure that awareness of grievance redress procedures is generated through the campaign. The project coordinator (urban and tourism), supported by independent consultants (social and environment), will be responsible for timely grievance redress on environmental and social safeguards issues.
Information To The Stakeholders About The GRM: The stakeholders, including affected persons, will remain informed about the GRM under the project and of the state through public consultations, disclosures, and distribution of public information booklets (PIB). In the case of illiterate DPs, the information will be provided verbally during meetings with them.
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Who can complain: A complaint can be registered by stakeholders directly or indirectly affected by the project. A representative can register a complaint on behalf of the affected person or group, provided that the affected person or group identifies the representative and submits evidence of the authority to act on their behalf.
What the Grievance/Complaint should contain: Any comments, complaints, queries and suggestions pertaining to safeguard compliance - environment, involuntary resettlement, and indigenous people, design-related issues, compensation, service delivery or any other issues or concerns related to the project. The complaint must contain the complainant's name, date, address/contact details, location of the problem area, and the problem
Grievance redress /Problem solving through participatory Process: The PMU and PIUs will make efforts to resolve the problems and conflicts amicably through a participatory process with the community and the ULBs. In case of immediate and urgent grievances in the complainant's perception, the contractor and supervision personnel from the PIU will provide the most easily accessible or first level of contact to resolve grievances quickly. Contact phone numbers and names of the concerned staff and contractors will be posted and displayed at all construction sites.
Grievance Redressal Committee: The GoT has established the grievance redressal committees at the site, PIU and PMU levels to provide a mechanism to mediate conflict and disputes concerning compensation payments and cut down on lengthy litigation. The following will be the composition of the GRCs-
| Sno. | GRC Level | Description | Redressal Mechanism |
|---|---|---|---|
| 1. | 1st level | Site-level GRC | Resolution of issues on-site within FIVE DAYS of receipt of a Complaint/ Grievance |
| 2. | 2nd level | PIU-level GRC | Unresolved at 1st level, one can go for level two GRC i.e. PIU (Project Implementation unit). Complain resolving period at this level is Ten Days |
| 3. | 3rd level | PMU-Level GRC | If Complain is not resolved within given time, the affected person /community can move to Level 3 GRC i.e. PMU (Project Management Unit) level. At this level PMU will resolve the complain within 15 days of receiving the complaint. |
The Tripura Urban and Tourism Development Project welcomes complaints, suggestions, queries, and comments regarding project implementation. We encourage persons with grievance to provide their name and contact information to enable us to get in touch with you for clarification and feedback. Personal details information will remain confidential.
